GitLab’s Director of Customer Success Operations, Jeff Beaumont, breaks down how CS Ops can be key to increasing Net Retention. He brings up 3 areas his team focuses on to drive NRR: 1) KPIs (or understanding the effectiveness of current measurements), 2) special projects (or proactively spotting areas of inefficiency within CS and developing tools to automate those activities), and 3) visibility (because as Jeff says, “sunlight is the best disinfectant.”)

Resources:

• Follow Jeff on LinkedIn
• Check out his post on GitLab going public
• Read Jeff’s Gainsight interview about implementing CS Ops at scale

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